Knowledge Automation Strategy for Repetitive Support Requests
By Red Shore Editorial | 2025-09-28
TL;DR: Build automation around high-frequency intents without sacrificing answer quality.
Knowledge automation works best when the knowledge itself is governed.
If source content is outdated or ambiguous, automation scales inconsistency.
Where to Start
Pick high-volume intents with stable resolution patterns. Avoid complex edge-case workflows in phase one.
Build Guardrails Early
- approved source hierarchy,
- content ownership and refresh cadence,
- escalation path for low-confidence answers,
- containment quality review.
What Teams Learn Quickly
Containment rate alone is misleading. You need to pair it with downstream signals like recontact and escalation quality.
If You Do One Thing This Month
Choose one repetitive intent and publish a single owner for content freshness. Then measure containment + recontact together for 30 days.